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Workplace Solutions – Quality Assurance Specialist (Service Desk)
Other
Business/Program: JPMorganChase Workplace Solutions
Job Title: Quality Assurance Specialist – Workplace Solutions Service Desk
Location: Columbus, Ohio (onsite)
Employment Type: Full-time
Reporting To: Service Desk Manager (or designated Team Leader/Manager)
Job Family: Operations / Service Desk / Quality Assurance
Role Summary: Individual Contributor
Who We Are
JPMorganChase Workplace Solutions is a leading provider of equity compensation management solutions, offering stock plan administration software, expert support services, and integrated financial reporting tools to corporate clients and their employees worldwide. Hundreds of companies—from startups to large enterprises—choose Workplace Solutions for simplicity, agility, and value.
Our values include: Client Driven, Innovative, Team Focused, Problem Solvers, and Process Driven (Agile/Scrum).
Role Overview / Purpose
We are seeking a self-driven, customer-focused Quality Assurance Specialist to join the JPMorganChase Workplace Solutions Service Desk team in Columbus, Ohio. This role is responsible for assessing and improving the quality and consistency of participant support delivered by Service Desk Analysts. The QA Specialist will monitor inbound/outbound calls and written interactions (email/tickets) to evaluate professionalism, technical accuracy, customer service performance, and adherence to policies and procedures.
This individual will help develop, implement, and continuously improve Service Desk quality processes, and will recommend enhancements to training and knowledge materials to improve the overall participant experience.
Key Responsibilities
- Participate in the design and maintenance of call and ticket monitoring formats, scorecards, and quality standards.
- Perform call and ticket monitoring; provide trend analysis and insights to Service Desk Team Leaders and Managers.
- Identify and escalate system issues impacting participant experience and operational outcomes.
- Identify and escalate procedural trends and recurring defects; recommend corrective actions.
- Partner with the Knowledge Manager to:
- Request updates to existing Knowledge Articles when gaps are identified.
- Request creation of new Knowledge Articles to address recurring issues or new processes.
- Use the quality monitoring/data management system to compile and track performance at individual and team levels.
- Provide actionable insights to internal support groups, including ad-hoc call/ticket reviews when requested.
- Coordinate and facilitate calibration sessions to align evaluation standards across leaders and QA.
- Deliver structured feedback to Team Leads and Managers; provide coaching sessions to Service Desk Analysts as needed.
- Prepare, analyze, and deliver quality KPI reporting (recurring themes, quality drivers, coaching outcomes, etc.).
Required Qualifications
- 2–3 years of experience in a Call Center and/or Service Desk environment.
- Strong verbal, written, and interpersonal communication skills.
- Demonstrated commitment to exceptional customer service and a participant-first mindset.
- Self-starter with strong ownership mindset (starter/finisher), able to work independently.
- Excellent listening, analytical, and problem-solving skills with attention to detail.
- Strong time management skills; ability to multitask effectively in a fast-paced, team environment.
- Ability to work effectively with stakeholders at all levels (inside and outside the organization).
- Proficiency with Microsoft Office:
- PowerPoint (basic)
- Word (intermediate)
- Excel (intermediate/advanced)
Preferred / Nice to Have
- Bachelor’s degree (preferred, not required).
- Experience with Jira and/or Atlassian tools.
- Bilingual skills (a plus).
- Financial licenses (a plus: 7,63)
Job Progression / Growth Opportunity
This role will be a key contributor to the continued growth and maturity of the Workplace Solutions Service Desk quality program. The position offers broad exposure across operations, product/process knowledge, and stakeholder management, with potential growth paths into team leadership, product ownership, sales support, and client relationship roles.
Additional Notes
- The role requires prior relevant Service Desk/Call Center experience.
- Work schedule, on-call needs, and hybrid/onsite expectations to align with Columbus site standards and business requirements.